There will be a job tool coming out shortly that provides more information about the communications the client will receive if they select an EFT option, as well as more information about each currently available EFT option. There will also be a handout for the client that explains the steps they will need to take and how to contact 1-800-redcross for help.

KBAs or Knowledge Based Authentication questions are simple questions based on available consumer record information. For example, a client may be asked to choose from a list of options which street they have lived on or which phone number they have used in the past. These are similar to what is presented if you’ve applied for car insurance online, for example.

The data sharing talking points remain the same. The address verification does not share data with a third party. It utilizes a third party product (GIACT) to run verification matching with available data sources. The only data sharing is that which the client authorizes, just as it is today.

The caseworker sending the message will be notified when the client responds to the message that was sent from RC Care. All client responses will be recorded in RC Care.

Yes. You can use the standard paper form for referrals.

As context to this question, we currently record events in CAS when we are notified of a home fire or other similar event, but the clients decline services.

There is no difference from today. Regions can enter events into RC Care for home fires, etc. if they responded and clients declined services or if they believe that there is a potential to open a case.

Duty officers will not have casework access in RC Care. Any adjustments to the case can be made by the DAT Intake Hotline or a caseworker with that access.

RC Care does not automatically notify DHS/DMH/DSC when an internal referral is created. Those workers will be able to log in and see cases that need IDC follow-up. Any real-time IDC assistance needs require a call to an IDC worker.

Yes, DATs can have caseworker access and be the caseworker that initiated the case as a DAT, however, the case must have damage, ID/address, and event confirmed before it can move to follow-up and recovery planning. This prevents one responder from creating the case and providing assistance without any other confirmations.

Event reviewers do not have full access to case details in RC Care, however, they can look up cases and see limited details from the case lookup on the intake form.
All users can only have one system user role in RC Care.

Supervisors will approve and forward RDO exception requests and requests to open a case after 14 days of the event. A casework supervisor - Document Review will conduct some document reviews on escalated cases.

We understand this may not be an RC Care specific question, but with the distinction between the intake and caseworker user roles, we do not want to encounter the scenario where we do not have enough properly trained caseworkers necessary for the workload.

It shouldn't be too much different from the number of caseworkers who do your follow-up and recovery planning today. Follow-up will occur on every Level 1 - 3 event, and a majority of those will need recovery planning, referrals, etc.

VSPs can be issued at any time while the case is open.

No, just having the log is not sufficient. If there are two responders on the case, they can confirm using the two-responder method. Otherwise, an event reviewer will need to contact the emergency response agency to confirm or use a media confirmation. The duty officer receiving a call from an emergency responder will not constitute a verification.

Yes, there are different escalation paths for different types of tasks and various system user roles in RC Care. Fiscal reviewers should only select one system user role/position to pursue in the new Client Care Program. With that one role, the user will see only those cases escalated for actions relevant to their role. For example, an event reviewer would see a list of cases for their region that require event confirmation.

There is not a specific model that we are expecting within regions (or divisions that organize reviews at that level). The system will track who takes specific actions such as approving a document or confirming an event. That case history will be visible to compliance reviewers who could then reach out to the appropriate person if clarification is needed.

The team construct will be up to the region/division to determine what will work the best for their particular area.

That is a little difficult to say as it depends on many variables including the number of cases in a region, how frequently responders go out without a second responder, etc. Generally speaking, we expect the combined time spent on activities performed by all three roles (event reviewer, document reviewer, and compliance review) to be less than the time spent now by fiscal reviewers as only a subset of cases will need any one of these activities.

Compliance reviews should be conducted within 3 days of a case being flagged as needing a review. Based on that we would want compliance reviewers to check the dashboard and review cases every couple of days. Event confirmation and ID/address document reviews are more time sensitive in that assistance (e.g., supplemental assistance) to the client beyond Immediate Assistance cannot be provided until these confirmations occur.